Tech Support Engineer IV

This is a fully remote position, open to applicants in California.

📋 Description

• Responsible for providing support for both the hardware and software components of Brain Corp’s fleet of robots.

• Proactively oversee the deployed fleet of robots remotely using internal tools to identify and efficiently resolve issues.

• Perform independent technical troubleshooting on issues reported by customers and implement effective solutions.

• Develop and deepen comprehensive knowledge of Brain Corp’s robotic systems, which includes hardware, software, navigation kits, subsystems, and cloud infrastructure. Leverage this expertise to troubleshoot and resolve issues as they occur.

• Serve as a Subject Matter Expert (SME) for direct customers and Original Equipment Manufacturers (OEMs), proficient in understanding their requirements and addressing any challenges they face promptly and effectively.

• Facilitate customer meetings and discussions.

• Act as the main point of contact between our organization and our end users.

• Lead initiatives related to customer concerns, both internally and externally, addressing issues as they arise.

• Work closely with the Account Management team to tackle and resolve any issues or concerns presented by end users.

• Proactively seek out opportunities to improve customer satisfaction and retention.

• Organize and conduct regular meetings with service providers and OEMs: Lead discussions with service providers (SPs) and OEMs to address existing issues, implement changes, and resolve any complaints.

• Ensure effective communication and collaboration among all parties to foster strong working relationships and timely issue resolution.

• Document meeting outcomes, track action items, and ensure follow-up for the timely resolution of all concerns.

• Take ownership of the issue resolution process for any problems reported by end users, SPs, or OEMs, focusing on continuous improvement.

• Collaborate cross-functionally with internal teams to identify root causes and implement corrective measures.

• Continuously look for ways to enhance processes and improve the overall customer experience.

• Lead the quality resolution process, starting from symptoms reported by customers, navigating through troubleshooting cycles to effectively identify root causes.

• Provide training and enablement to OEMs/customers as necessary, offering on-site support within the geographic region when required.

• Act as an escalation point between Tech Support and the Fleet Operations and Engineering teams.

• Assist in the development and monitoring of team metrics.

• Provide training and support to junior staff and mentor team members.

• Travel up to 20% to Brain Corp offices, OEM partner locations, and customer sites as needed.

⛳️ Requirements

• Bachelor’s degree in computer science or a STEM-related field.

• 6+ years of experience in a technical field or customer service role, working directly with customers.

• Proven experience in leading projects that positively influence both the organization and its customers, demonstrating effective leadership and the ability to achieve favorable outcomes for all stakeholders.

🏝️ Benefits

• A discretionary annual target bonus.

• Stock options.

• Generous 401(k) match with no waiting period and immediate vesting.

• Comprehensive health insurance benefits for employees (and their families), including a variety of medical plan options (with an HSA and employer contribution), dental, vision, life, and disability insurance, as well as an Employee Assistance Program (EAP).

• Access to Flexible Spending Accounts (Medical and Dependent Care).

• Generous vacation plan, Paid Sick Leave, time off for community volunteering, 10 paid company holidays, and a winter company shutdown.